Question 1

According to the SPIN questioning system, "Do you use telemarketing or mobile marketing?" is an example of a(n) _____.

Accepted Answer

A)  activation question 
B)  projection question 
C)  implication question 
D)  situation question 
E)  transition question

Question 2

Which of the following is an example of an open-end question?

Accepted Answer

A)  How many employees to have? 
B)  Are you working with a supplier at present? 
C)  How do you currently assess the performance of your suppliers? 
D)  Are you interested in making a purchase today? 
E)  Do you prefer tea or coffee?

Question 3

In the context of the SPIN questioning system, _____ refocus a buyer's attention to solutions rather than problems and get the buyer to think about the positive benefits derived from solving the problems.

Accepted Answer

A)  situation questions 
B)  implication questions 
C)  assessment questions 
D)  discovery questions 
E)  need-payoff questions

Question 4

Serious listening is often referred to as _____.

Accepted Answer

A)  active listening 
B)  social listening 
C)  apprehensive listening 
D)  empathic listening 
E)  therapeutic listening

Question 5

Which of the following statements is true of the SIER model of listening?

Accepted Answer

A)  It helps individuals solve problems but does not help them pinpoint the sources of problems. 
B)  It depicts active listening as a hierarchical, four-step sequence of sensing, interpreting, evaluating, and responding. 
C)  It suggests that listening is a lateral process of four nonsequential steps-summarizing, inferring, extracting, and reacting. 
D)  It states that a message must be effectively analyzed before being interpreted. 
E)  It has been criticized for not providing a framework for evaluating communication accuracy.

Question 6

In the context of the types of questions classified by strategic purpose, _____ are designed to penetrate below generalized or superficial information to elicit more articulate and precise details for use in needs discovery and solution identification.

Accepted Answer

A)  dichotomous questions 
B)  directive questions 
C)  probing questions 
D)  tactical questions 
E)  closed-end questions

Question 7

Which the following is true of nonverbal communication?

Accepted Answer

A)  It deals with the semantic meaning of a message. 
B)  It excludes proxemics. 
C)  It includes variations in vocal characteristics. 
D)  It includes nonverbal cues that are uniform across all countries. 
E)  It fails to convey any meaning.

Question 8

Which of the following types of questions can be used by salespeople to change the topic of discussion to avoid embarrassing prospective customers or themselves by proceeding on a forbidden or nonproductive line of questioning?

Accepted Answer

A)  Evaluative questions 
B)  Reactive questions 
C)  Probing questions 
D)  Tactical questions 
E)  Dichotomous questions

Question 9

Which of the following is a similarity between SPIN and ADAPT questioning systems?

Accepted Answer

A)  Both require salespeople to dominate conversations and interactions with customers. 
B)  Both use a logical sequencing that begins with broad-based, nonthreatening, general questions. 
C)  Both are best used with transaction-focused traditional selling. 
D)  Both emphasize understanding customers' problems but do not propose solutions for those problems. 
E)  Both limit customers' responses to one or two words.

Question 10

_____ are questions that refer to or directly result from information the other party previously provided.

Accepted Answer

A)  Dichotomous questions 
B)  Evaluative questions 
C)  Tactical questions 
D)  Probing questions 
E)  Reactive questions

Question 11

Situation questions are used early in a sales call and provide salespeople with leads  to develop a buyer's needs and expectations fully.

Accepted Answer

A) True 
 B)False

Question 12

Unlike strong listeners, weak listeners:

Accepted Answer

A)  listen for central themes and key ideas. 
B)  actively look for opportunities of common interest 
C)  listen to dry subjects. 
D)  interpret emotional words but do not get hung up on them. 
E)  take intensive and detailed notes.

Question 13

Which of the following is an example of a closed-end question?

Accepted Answer

A)  How do you determine sales goals for each region? 
B)  Why are your customers currently unhappy? 
C)  Is this the primary reason you are interested in switching suppliers? 
D)  How do you currently process orders? 
E)  Describe how you feel about using eco-friendly materials?

Question 14

Which of the following is true of activation questions?

Accepted Answer

A)  They show the negative impact of a problem so that finding a solution to that problem is desirable. 
B)  They are succeeded by discovery questions. 
C)  They are used to smooth the transition from needs discovery into the presentation and demonstration of a proposed solution's features. 
D)  They include broad and generalized inquiries to assess a buyer's situation. 
E)  They mainly consist of closed-end questions and are used in the first stage of the ADAPT questioning system.

Question 15

Which of the following is true of projection questions?

Accepted Answer

A)  They mainly consist of closed-end questions. 
B)  They include broad and generalized inquiries to assess a buyer's situation. 
C)  They are preceded by assessment questions and succeeded by transition questions. 
D)  They facilitate a buyer to establish the benefits of solving a problem. 
E)  They help a buyer understand the true ramifications of a problem.

Question 16

Which of the following is a disadvantage of situation questions?

Accepted Answer

A)  Their closed-end design fails to provide salespeople with leads to develop buyers' needs. 
B)  They can be used by salespeople only after solving buyers' existing problems. 
C)  Their interrogating nature can result in irritated buyers. 
D)  They can bore salespeople with the trivial issues of buyers. 
E)  They fail to address the issues of individual customers as they directed at mass markets.

Question 17

A receiver is most likely to have problems in interpreting the complete message of a salesperson if:

Accepted Answer

A)  the salesperson has a short pause duration. 
B)  the salesperson's listening skills are lacking. 
C)  the salesperson's speech rate is jerky. 
D)  the salesperson is in the social zone of the buyer. 
E)  the salesperson is not using any nonverbal clusters in the sales communication.

Question 18

In the ADAPT questioning system, _____ are used to smooth the shift from needs discovery into the presentation and demonstration of the features and benefits of a proposed solution.

Accepted Answer

A)  transition questions 
B)  problem questions 
C)  activation questions 
D)  projection questions 
E)  divergent questions

Question 19

In the context of a verbal message, which of the following is true of concrete expressions?

Accepted Answer

A)  They provide the receiver of the message with greater information than abstract expressions. 
B)  They convey a broad general understanding rather than the detailed meaning. 
C)  They are more memorable than pictures. 
D)  They are more likely to be misunderstood than abstract expressions. 
E)  They force the receiver of the message to focus on the sender rather than on the message.

Question 20

In the context of the SPIN questioning system, _____ propose a solution to a buyer's problem.

Accepted Answer

A)  situation questions 
B)  implication questions 
C)  discovery questions 
D)  problem questions 
E)  need-payoff questions

Exam 4: Communication Skills